WBSJ - Admission Manager

Welcome to Warner Bros. Discovery... the stuff dreams are made of.

Who We Are...

When we say, "the stuff dreams are made of," we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what's next...

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

• The Admissions team ensuring the highest levels of service and engagement, ensuring that our visitor experience, from the first contact point to the last, exceeds expectations, follows our Star Values and encourages repeat visits.
• They ensure that guest services in the parking lot entry checks, ticket scanning, information desk, cloakroom, and experience corridors exceed expectations.
• Liaise with the uniform contractor to ensure a high level of performance of the associates

• The Admission Manager is to build a team that will ensure that our visitor experience exceeds expectations from the first point of contact to the last
• Be the first point of contact for any issues brought in by the VE and Admission teams
• To work with the IT, Call Center and R&B teams to ensure that the Galaxy ticketing system is working, any issues are being resolved and all reports are accurate
• Ensure the quality of work of the parking team (contractors) and provide on-the-job training and support as needed.
• Track and maintain accurate training records for staff
• Ensure team members are fully briefed on the day's work and made aware of work patterns, etc.
• Provide coaching, guidance, and support and conduct one-on-one performance reviews with all team members.
• Work with the facilities team to resolve maintenance issues in the parking lot and front-of-house areas.
• Ensure visitor and staff safety at all times and that all staff are working in accordance with WBSTJ H&S policies and procedures at all times. Ensure that all staff wear appropriate PPE.
• Ensure that all money, income, and lost and found are kept secure in accordance with policies and procedures.
• Work with the security team to keep the site secure at all times.

• Help resolve any issues which may arise from a visitor perspective during their visit - enabling the Host and Car Park Team to carry on with their duties if faced with a situation which falls outside of the expected parameters of the role, escalating any issues to the Duty Manager as required
• Support the Duty Manager by taking first line responsibility for all car park, lobby and front of house areas.
• Support the VS team at WBST as part of a VS duty management team (as part of a seven-day week rotation including weekends and evenings).

• Experience of managing a large customer facing team in a similar operational environment (within the tourism, leisure or heritage industry is desirable).
• Experience of having worked in a customer facing environment where high emphasis is placed on service, product presentation and operational management.
• Demonstrable achievement of improving service standards and customer satisfaction.
• Demonstrable success of implementing new product and / or experiences.
• Experience of having worked within a fast-paced environment, with high emphasis on delivering the highest customer service.
• Project management successes.

• Exceptionally high levels of customer service.
• Highly innovative and creative thinker.
• Proactively seeks out opportunities to improve processes and service.
• Develops and motivates individuals & teams to achieve goals -strong influencing skills.
• Highly organized and focused.
• Interacts effectively with customers & staff.

• Annual variable work system (approximately 37.5 hours per week)
• Crete monthly shifts
• Saturdays, Sundays, and holidays, busy period (year-end and New Year holidays, Golden Week, Obon)